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Troubleshoot migration with Jira Cloud Migration Assistant

This page will help you troubleshoot problems that you may experience with the Jira Server to Cloud migration. We have an extensive list of Knowledge Base (KB) articles to help you with your migrations.

How to use this page

Press Ctrl+F or Command+F (on a Mac) on this page and enter the error message details into the find field to look for the relevant KB article.

If you are not able to fix the problem using this page, contact support.

Note: For a quicker response from the support team, it’s recommended that you share a support zip with the Atlassian Support team. For more information about support zip, see Create a Support Zip.

We have divided this page based on where you might experience problems in your migration journey.

Before you run the migration

After you select the migration options in the Choose your migration options screen, the Jira Cloud Migration Assistant performs some checks to review your Server and Cloud data. Based on these checks, the Check for errors screen shows errors and warnings. You can expand the message to read more about the problem and fix an error or warning.

The table below explains the different symbols associated with these messages.

Symbol

Description

Action required

check successful

A green tick means that the check has passed.

You can proceed to the next step in your migration.

Expand the warning message to view details and relevant links

A yellow warning means that you can continue, but you need to be aware of a potential issue.

You can expand the warning messages to view details and relevant links.

Expand the error message to view details and relevant links.

A red error means that you need to resolve the error before you can run your migration.

You can expand the error messages to view details and relevant links.

Refresh the checks to try again or contact support if you continue to get this message

A grey error means that the check wasn’t complete due to an unexpected error.

You can refresh the checks to try again or contact support if you continue to get this message.

Here is a list of KB articles for some of the common errors that occur in the Check for errors screen.

Message

KB articles

We are currently updating the migration service

"We are currently updating the migration service" message in JCMA

We couldn’t check for users count limit

We couldn’t check for projects in your cloud site

We couldn’t check for users/projects in JCMA

Projects already exists in your cloud site

Project Name and Project Key Conflict When Migrating Using Jira Cloud Migration Assistant (JCMA)

Multiple users have the same email address

info Finishing execution of check SharedEmails. Success: false

Resolve duplicate email addresses when migrating to the Cloud

Invalid email addresses

info Finishing execution of check InvalidEmails. Success: false

Resolve invalid email addresses when migrating to the Cloud

After you run the migration

These errors could be a result of a failed migration or an incomplete migration. You can download the error logs to view all the errors.

To download error logs:

  1. In the Review your migration screen, go to the Logs and Reports tab.

  2. Under Error log, select Download.

Here is a list of KB articles that will help you troubleshoot possible errors that occur after you run a migration.

Generic errors

Error

Fixes / KB articles

 ERROR <Project_Key> project-import
We couldn't import Project Component <Project_Component_Name>.
Reason: name: A component with the name <Project_Component_Name> already exists in this project...
This caused <Number_of_Items> other items to fail.

We couldn't import Project Component - JCMA Error

ERROR <Project_Key> project-import We couldn't import Project Version <Version_Name> because of <Number_of_Occurrences> missing dependencies: Project <Project_Key>.
This caused <Number_of_Issues> other items to fail. Check the reasons for the missing dependencies on your server site.

We couldn't import Project Version because of missing dependencies: Project - JCMA Error

 <Project Key> project-import
We couldn't import Issue <Project Key>-<Issue Number> because of 1 missing dependencies:
Custom Field 'Sprint'. This caused <Number of Ocurrences> other items to fail.
Check the reasons for the missing dependencies on your server site.

We couldn't import Issue because of 1 missing dependencies: Custom Field 'Sprint'

 com.atlassian.jira.migration.orchestratorclient.OrchestratorClientErrorException: request to Migration Orchestrator failed
com.atlassian.jira.migration.orchestratorclient.OrchestratorServerErrorException: failed to send a request to server

Request to server or Migration Orchestrator failed in JCMA

 ERROR <Project_Key> project-export
The workflow: [Workflow_Name] transition [Transition_Name] Missing config [Config_Name] value refence [Value_Reference_Name] in workflow rule condition/validator or post-function [Workflow_Rule_Name].
Double-check the workflow rule for missing config values or references.

Workflow missing config values or references - JCMA Error

ERROR <project-key> project-import We couldn't import Comment <comment-id> (on Issue <issue-key> by '<user>' on <timestamp>). Reason: CommentBodyCharacterLimitExceededException: No message.

ERROR <project-key> project-import We couldn't import Issue <issue-key>. Reason: description: The entered text is too long. It exceeds the allowed limit of 32,767 characters..

"CommentBodyCharacterLimitExceededException: No message" or "The entered text is too long. It exceeds the allowed limit of 32,767 characters.." error message in JCMA

 ERROR <Project_Key> project-import
We couldn’t import Issue <Issue_Key> because of 1 missing dependencies: Project <Project_Dependency_Key>.
This caused <Number_of_Items> other items to fail.
Check the reasons for the missing dependencies on your server site.

We couldn't import Issue because of missing dependencies: Project - JCMA Error

ERROR <Project_Key> project-export
The workflow: [Workflow_Name] transition: [Transition_Name]
has unsupported custom field reference in config hidFieldsList
for workflow rule validator [Validator_Name].
Double-check the workflow rule for missing config values or references.

Workflow rules migrated via Jira Cloud Migration Assistant

ERROR <Project_Key> project-export
We couldn't export Issue <Issue_ID>.
Reason:
com.atlassian.greenhopper.manager.lexorank.LexoRankIntegrityException:
Expected exactly <X> rows; the maximum marker row and the lowest
ranked row for rank field[id=<Field_ID>].

List of all known Agile Lexorank error

Jira server throws LexoRankIntegrityException error during reindexing or reranking operations

sun.security.validator.ValidatorException:
PKIX path building failed:
sun.security.provider.certpath.SunCertPathBuilderException:
unable to find valid certification path to requested target

Unable to connect to SSL services due to "PKIX Path Building Failed" error

java.net.UnknownHostException: <AMAZON_S3_URL>
java.net.ConnectException: Connection refused (Connection refused)

Preparing your firewall to migrate using the Jira Cloud Migration Assistant

We couldn't import Issue ABCD-12345. Reason: DataAccessException: java.sql.SQLException: PSQL_TOO_MANY_CONNECTIONS Exception already occurred in this workcontext, skipping next getConnection. This caused X other items to fail

'FATAL too many connections' error when using PostgreSQL database due to user-specific connection limit

java.lang.OutOfMemoryError: Java heap space

Jira server crashes with OutofMemory Java heap space error

Errors specific to Jira Service Management

Error

Fixes / KB articles

ERROR <Project_Key> project-export
We couldn't export Issue <Issue_ID>.
Reason: com.querydsl.core.QueryException:
Caught SQLServerException for <SQL_QUERY>

How to fix the collation of Microsoft SQL Server database for Jira manually | Jira | Atlassian Documentation

 

More information and support

We have a number of channels available to help you with your migration.

Support for Atlassian Server products ends in February, 2024. Learn more about the Server end of support timeline.

Additional Help